Overview
After exporting a report in an XLS format using eManager or the export tool, when you open the XLS file you may find that the CSAT score for some rows is empty.
Solution
When you face this issue, try to download the file again with another user. If the result is the same, please open a support ticket and include the following information:
- The report you are extracting data from
- How you are exporting it (using the export button on eManager, using the export tool, etc)
- The filters you are using
- The language of the export
The support team will help you handle this issue.
<supportagent>
When you get a ticket with this issue, try to reproduce it using your user. If the data is correctly exported, impersonate the affected user and try to reproduce again. If it still works, ask the customer to schedule a screen-sharing session so you can watch what they are doing and try to spot what may be causing it.
After you have reproduced the issue or after the screen-sharing session, escalate the issue to the PS team with all the information you could collect so they can check what is causing the problem.
</supportagent>
Testing
After the issue is solved, you should be able to download the file with the CSAT score filled for all rows.